| Priority | Definition | Examples |
|---|---|---|
| P1 — Critical | Service down or unusable; business stopped; data loss or security incident | Platform inaccessible, campaign cannot dial, suspected data breach, payments failing |
| P2 — High | Major function broken; significant impairment; no workaround | A core module failing, reporting broken before a client review, a large user group locked out |
| P3 — Medium | Function impaired with a workaround; limited users affected | A report field wrong, a slow screen, a single user access issue |
| P4 — Low | Minor issue, cosmetic, question, or enhancement request | Label wrong, how-to question, formatting request |
Security incidents and suspected data breaches are always P1, regardless of how few people they appear to affect. See 24_Compliance/02_Data_Protection_Policy.md.
| Priority | First response | Update frequency | Target resolution |
|---|---|---|---|
| P1 | 30 minutes | Hourly | 4 business hours; workaround immediately where possible |
| P2 | 2 business hours | Every 4 business hours | 1 business day |
| P3 | 1 business day | Daily | 3 business days |
| P4 | 2 business days | On change | 10 business days or next release |
These are targets within contracted coverage hours unless the client's contract states 24×7. Where a contract specifies different SLAs, the contract governs.
The clock starts when the ticket is logged, not when someone gets to it. It pauses only in Awaiting client, and pausing requires a specific written request for specific information — not a vague "need more details". It does not pause for third-party dependencies; we still own the outcome.
Where an uptime commitment is contracted, it is stated as a monthly percentage with defined exclusions: scheduled maintenance notified in advance, client-side network or device issues, third-party platform outages, and force majeure. Service credits, where they apply, are stated in the contract as the sole remedy for missed availability.
We do not quote an uptime figure we have not measured. See [[UPTIME_COMMITMENT]] in 02_Legal/00_Fill_In_Register.md.
Scheduled maintenance is notified at least 48 hours in advance and scheduled in the lowest-traffic window for that client. Emergency maintenance — for a security fix — proceeds with as much notice as is safely possible, and always with a written explanation afterwards.
Registration is free. Browse every live project with its scope, seats and payout, then apply to the ones that fit.
Register free See live projects